Openings at Jubilee Insurance

Job Ref. No. JLIL162

Role Purpose

The role holder interacts with Jubilee Life customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.

Main Responsibilities
Operational

•  Greet and welcome clients visiting the office, providing a warm and friendly environment.
•  Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
•  Interacting with the clients as the first point of contact between the company and the customers at service centre.
•  Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
•  Identifying and escalating complex customer issues to the appropriate departments for resolution.
•  Collaborating with team members and other departments to resolve customer problems effectively.
•  Contributing to team effort by accomplishing related results as needed.
•  Listen to clients' inquiries, concerns, and requests, and provide accurate and timely responses.
•  Assist clients with policy-related questions, claims inquiries, premium payments, and general policy servicing.
•  Process policy changes, endorsements, and cancellations accurately and efficiently.
•  Update client information and policy details in the database.
•  Collaborate with internal departments, such as underwriting and claims, to ensure smooth policy administration and customer satisfaction.
•  Build and maintain strong relationships with clients, fostering trust and loyalty.
•  Identify and address client needs, offering suitable solutions and assistance.
•  Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
•  Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
•  Prepare and distribute necessary documentation, such as policy documents, renewal notices, and payment receipts.
•  Handle client correspondence via email, mail, or other communication channels.
•  Investigate and resolve client complaints or issues promptly and effectively.
•  Escalate complex or unresolved issues to the appropriate departments for further action.
•  Keep detailed records of client interactions, inquiries, and issue resolutions.

Corporate Governance

•  Compliance: Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
•  Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
•  Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Leadership & Culture

•  Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
•  Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
•  Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization's objectives.

Key Competencies

• Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
• Communication: Strong verbal and written communication skills to interact with customers and agentseffectively.
• Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
• Active Listening: Ability to listen attentively to customers and understand their needs.
• Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.
• Attention to Detail: Thoroughness in maintaining accurate customer records and analyzing information.
• Teamwork: Collaborative mindset to work effectively with colleagues and support team objectives.
• Empathy: Ability to understand and empathize with customers' concerns and provide appropriate support..

Qualifications

• Bachelor’s degree in Insurance, Finance, Business or any other related course.
• Diploma in Insurance will be an added advantage.

Relevant Experience

• Minimum 1-2 years’ experience in a similar role.
• Experience in effectively resolving customer inquiries and complaints.
• Familiarity with insurance or financial products and services is advantageous.

go to method of application »

Job Ref. No. JLIL161

Role Purpose

The role holder is responsible for ensuring the efficient operation and maintenance of the building. The role holder will oversee, rent collection, letting activities and operational tasks to support the smooth functioning of the building. The role holder will be a custodian of the rent schedule and tenant’s correspondence, also coordinate and manage the property officer and facility-related activities to ensure a safe, clean, and productive work environment, achieve operational excellence and support the organization's goals.

Main Responsibilities
Operational

Budgeting and Financial Management:

•  Collections of revenue attached to the building.
•  Debt management. Timely issuance of invoice and collection of payments.
•  Assist in preparing and managing the building budget.
•  Monitor expenses and identify cost-saving opportunities.
•  Assists improve building’s asset value

Operations and Maintenance Management:

•  Coordinate and monitor facility operations, including maintenance, repairs, and renovations.
•  Manage vendor relationships, negotiate contracts for facility services, ensure prompt payments.
•  Maintain accurate records of facility-related activities, including maintenance logs and service contracts.
•  Develop and implement preventive maintenance programs to minimize equipment downtime.

Tenancy Management:

•  Letting, tenant vetting and onboarding. Tenant handover and takeover.
•  Lease management, ensuring compliance and adherence to terms therein.
•  Review of clauses from time to time, to improve efficiency of function.
•  Collaborate with department heads to understand their space requirements and allocate resources accordingly.
•  Assist in coordinating building renovations, ensuring minimal disruption to business operations.

Health and Safety Compliance:

•  Ensure compliance with statutory, health and safety regulations and guidelines.
•  Conduct regular inspections to identify potential hazards and implement corrective measures.
•  Coordinate emergency response procedures, including evacuation plans and drills.
•  Maintain and update safety manuals, policies, and procedures.

Corporate Governance

•  Ensure compliance with building codes, safety regulations, and environmental standards.
•  Adherence to the laws and regulations of Kenya and all internal company policies and procedures.
•  Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Leadership & Culture

•  Building the team capabilities and ensuring adequate succession planning within the department
•  Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
•  Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
•  Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization's objectives.
•  To provide the much-needed transformational leadership to meet and surpass the expectations of stakeholders.

Key Competencies

• Strong leadership and team management skills.
• Excellent organizational and problem-solving abilities.
• Effective communication and interpersonal skills.
• Attention to detail and ability to prioritize tasks.
• Knowledge of property management principles and best practices.
• Familiarity with health, safety, and environmental regulations.
• Budgeting and financial management skills.
• Strong customer service orientation.

Qualifications

• Bachelor’s degree in Land Economics/Real Estate, Business Management, or any other related Fields.
• Additional certifications or advanced degrees in Real Estate Management are advantageous.
• Graduate/Full Member of ISK (Institution of Surveyors of Kenya)

Relevant Experience

• Minimum 3 years’ experience in a similar role
• Familiarity with lease agreements, property documentation, and tenant relations.
• Strong knowledge of facility management principles and practices.
• Familiarity with health, safety, and environmental regulations.
• Proficiency in using facility management software and tools